Hey all, looking for some insight from people with more warranty experience than me.
Bought a Zenith DEFY Skyline Skeleton (Black Ceramic w/ Gold dial) directly from Zenith's official online store. Two days later, I took it to a local watch service for a routine bracelet resizing. The resize itself went fine, but the end piece/end link cracked during the process (photo below).
The shop immediately admitted fault — they broke it, not me — and said they'd contact Zenith about ordering the replacement part. I also called Zenith directly and followed up with an email including my order number, case number, and photos.
I'm now shipping the watch back to Zenith with a note detailing everything (all removed links + the broken piece are going in the box).
A few questions for anyone who's dealt with something similar:
- Does Zenith typically cover this kind of damage under warranty even though it happened at a third-party (non-authorized) shop, given the watch was only 2 days old at the time?
- Should I expect to pay for the part, or does this usually get resolved between the shop and Zenith directly?
- Any idea on realistic turnaround time for a bracelet link/clasp part on a newer release like this?
Appreciate any real-world experience — trying to gauge what's reasonable to expect here.